Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,433 total complaints in the last 3 years.
- 1,316 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comenity has made it impossible to make a payment on my Boston store credit card account. They are charging me late fees and dinging my credit when it’s their site being down that’s made it impossible for me to pay. They tell us to use easypay but I don’t have a physical credit card or a paper statement with an account number to use easypay with. I will not wait for hours on hold to speak to their rude customer service. It’s been nearly 2 months that their site has been down.
I want the late fees removed and the negative remarks on my credit report removed.
Business Response
Date: 07/25/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CUSTOMER OF COMENITY BANK, A CREDIT CARD HOLDER, WITH AN ACTIVE ACCOUNT/CREDIT. MY CARD HAS SUDDLENLY STOPPED WORKING, AND IS NOW DECLING, MY CREDIT IS AVAILABLE, ACCOUNT CURRENT, JSUT PAID OPFF THIS CARD TWO WEEKS AGO! NOW I AM USING IT AGAIN FOR BACK TO SCHOOL, AS OF FRIDAY IT STOPPED WORKING. I CAN NOT GET COMPANY ON THE PHONE, TO HELP ME WITH MESSGAES SENT, NO RESPONSE, THE NUMBER TO CUSTOMER CARE SAID TEMPORALY CLOSED. I AM WORRIED TO DEATH. NO ALERTS, NO NOTICES, NO THIING.
MY CARD IS TIED UP IN BILLS, AND I CANT SEEM TO GET AHOLD OF ANYONE ON THE PHONE, TRIED MANY NUMBERS, ALL THE SAME RECORDING, CLOSED.
PLEASE HELP!Business Response
Date: 07/26/2022
We
are Comenity Bank and Comenity Capital Bank. We received the correspondence you
sent to the Better Business Bureau and appreciate you taking the time to let us
know you have concerns. Once our investigation is complete we will mail a
response letter directly to you that contains our findings.Customer Answer
Date: 07/28/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17591171
I am rejecting this response because: THIS HAS BEEN RESOVLED AS OF NOW FROM THE CARD ISSUER.
Regards,
***** *****Initial Complaint
Date:07/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not liable for this debt with Comenity Bank / Avenue Account # ************ and do not have a contract with them. They did not provide me with the original application as I asked.Business Response
Date: 07/25/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 07/27/2022
I accept the business's response to resolve this complaint.
Regards,
******* *******Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had overpaid when trying to pay off my Comenity "Sephora Visa" financial product to the amount of $583 on 18 June. On 20 June, I requested that my account be closed, and that my $583 be refunded promptly.
It is now 30 days since I closed the account, and their tier 1 agents keep telling me "it's in progress". I know they had an unsuccessful software upgrade around the time I closed my account, so I'm hoping this is a technical glitch and not outright malfeasance. I have also filed complaint with the NC Attorney General and the CFPB regarding this issues as well.Business Response
Date: 07/25/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My credit card with comenity bank is declining charges. Currently a zero balance with a $19,250.00 available credit. Customer service/account security office is always closed when I call.Business Response
Date: 07/22/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In May of 2022 my NFL Master Card switched from Barclays to a Comenity Visa. During the transition the Washington Commanders could not process a reoccurring payment that I had with them for $703 - due to not have a new card # on file.
The Commanders instead billed a back-up card that I had on file with them which was an AMEX. As soon as the transition from Barclays to Comenity became "official" Comenity billed me the same $703, which in turn was a double payment since I had already paid via AMEX. - the double payment never actually made it to the Commanders, Comenity kept the money!
The Commanders provided all of the needed documentation to show Comenity that they (the team) had not requested this $703 from my Visa card and they money was taken from me by Comenity w/o request of the merchant. I have had a dispute open, provided written documentation to the card company numerous times and called no less than 5 times. Each time I am told they can not help due to system updates etc etc and will NEVER forward me to a management member that could resolve this case I have had open.
My most recent call indicated that the case was closed on 6/6 but no one neither myself nor the card company can tell me the resolution, and truth be told any resolution short of a refund is unfair. I have given all of the needed back-up that they billed me without consent and also without request of a merchant!Business Response
Date: 07/22/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have 2 Comenity bank credit cards that are in a long-term hardship program. I have made the payments every single month since joining the program. At the beginning of this month when I went to make my payment I discovered that the website is not working. I can not make my payment b/c of this. I have tried calling multiple times and getting into my account, it keeps saying that my account is closed & no one answers when I call. It says that you can make a payment using something called easy pay but you have to have your account number to do that and because my accounts have been closed for quite a while now I no longer have the cards or the account number. I have tried everything to get my accounts handled and comenity is doing nothing! If they are not going to allow me a Way to make my payment then they need to forgive the debt & remove the accounts from my credit report. There is no reason why you should not be able to contact a credit provider or login and view the account that you are to pay on!Business Response
Date: 07/22/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an NFL mastercard through Comenity Bank. I have a zero balance on the card & have been declined on every purchase attempted. So I have zero access to my available credit. When you call customer service there is no clear answer other than "system update" which has been going on for approx a month that I am aware of. Furthermore, there has been zero communication from Comenity that purchases may be declined or any estimated date that the problem will be resolved.Business Response
Date: 07/25/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am getting calls from this company, I paid off my account in February and now there are tons of charges that are obviously fraud. I keep calling to get these removed and get hung up on no matter what number I call. I have called about 4 phone numbers. I need to get this fraud removed and want to cancel my account. Thee is no way to get ahold of anyone at this comapny.Business Response
Date: 07/22/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
From: ****** ******** **** ********** *** ********** ** ***** ************* Account: ending in #****
To: Comenity Bank
P.O. Box 182273
Columbus, Ohio 43218-2273Dear Sir/Madam,
I am writing you to bring to your attention to a financial error on my account. On June 16th, 2022, I mailed a check to you to pay off my account in the amount of $958.18, the check was endorsed on the back by Comenity Bank and cleared my bank on July 5th,2022. Facsimile of the check enclosed. That amount has not been credited to my account. In fact, on July 6th, 2022, you applied a $30.00 late fee to my account. My payment was not late you just failed to post it to my account. The only acceptable resolution to this is for your company to immediately credit the $958.18 to my account and remove the $30.00 late fee charge. I will then pay any remaining amount although I do not feel I should have been charged interest either, but I won’t argue that point. Once my account balance reaches zero, I intend on closing the account. I have made numerous phone calls and sent numerous emails abut this error and have not gotten a response. Customer service told me all they could do was open an investigation and I would receive a response in the mail. This is not the type of customer service I used to from Full Beauty or Comenity. Please contact once you receive this letter so I will know that someone is working on resolving the issue.
Sincerely,
****** ********Business Response
Date: 07/25/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.
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